QsrApp的动态

Our work continues to evolve - but one consistent and affirming aspect is the depth of trust and connection we've built with impact-conscious leaders and their teams. Leaders who are willing to go beneath the surface, symptomatic pain points and fires-of-the-day to address real challenges and opportunities to reimagine and redesign with their teams.

Over the last 15 years, I’ve had the privilege of leading teams ranging from 2 to 30 people, across industries like retail (7 years at Starbucks) and tech (8 years and counting!). Here are three lessons that have shaped my leadership style: ?? Adaptability is Everything Leading a small team is vastly different from managing a large one. At Starbucks, it meant handling the fast-paced environment and customer satisfaction. In tech, it’s been about guiding teams through technical challenges and constant change. Being flexible and adapting your approach based on the team and situation is critical to staying effective. ?? Empower Your People The best leaders don’t micromanage—they empower. Whether it was giving a barista the confidence to handle a tricky customer issue or encouraging a SaaS specialist to solve complex problems independently, I’ve learned that trust and empowerment fuel performance and build stronger teams. ?? Communication Is the Foundation No matter the industry or team size, regular meaningful communication is non-negotiable. In smaller teams, it’s about maintaining that personal connection, while in larger ones, you need to ensure processes are in place to keep everyone aligned. Where teams are often remote or technical, clear communication is the glue that holds everything together. ?? Bonus Lesson! (like an extra french fry in your bag) Learn to make good memes. Not expecting that one? Well, you should have. It's me. There are so many things in life and business to take seriously, know when to keep it light. What leadership lessons have shaped your journey? Let’s chat!?? #Leadership #TeamManagement #SaaS #CustomerSuccess #Empowerment #Communication #Adaptability #LeadershipJourney

Last week, I attended AT&T's Leading With Distinction kickoff for GMs where EQ (Emotional Intelligence) was a big focus of the program. It got me reflecting on something my Uncle Kevon was known for, "Ice Cream ?? Conversations." When he needed to provide someone with constructive feedback, he would take them to a casual location like Baskin Robbins down the street from his office for an "Ice Cream ?? Conversation." This approach worked wonders for him and his team, they talked about those conversations with reverence and gratitude. Here are my keys to having a good "Ice Cream ?? Conversation": - Go to a location that puts people at ease, people are more open to receiving constructive feedback in an informal setting. - Focus on three key areas, what happened?, where did it go wrong?, and what can they do differently next time? - Be specific, people learn from tangible examples so provide specific examples. - Be authentic and empathetic, it's not about blame, it's about learning and building new skills for the future. - Anybody can and should be on the receiving end of an "Ice Cream ?? Conversation." Peers are often the best sources of constructive feedback, but your boss can also learn so share upwards as well. So, let's all have more "Ice Cream ?? Conversations" and provide constructive feedback in a comfortable and positive setting. #constructivefeedback #leading #EQ #emotionalintelligence

???????????????????? ???????? ?????????? | ?????????????????????? ???????????????????? ?????????? ???????? ???????????? ?? ?????????????????? ????????????????’?? ?????????????? | ???????????????????????????? ?????? ???????????????? ?????? ?????????????? ?????????????? Leading teams goes beyond running operations—it’s about nurturing individuals and guiding them to lead with purpose.????When you invest in your people, the entire organization moves in harmony, with consistency and heart. But how do you make that happen? ???????????? ?? ?????????????? ???? ????????????????????????????: Accountability isn’t about assigning blame—it’s about fostering a culture where ownership flows naturally, and each person takes pride in driving the team's shared achievements. Throughout my career, I’ve seen what works and what doesn’t when it comes to building real accountability. Recently, drawing on the lessons from?book like?The 12-???????? ?????????and?7 ????????????, I discovered that true accountability starts with clarity. When the team understands the mission, values, and goals, a sense of responsibility follows. It’s more than just addressing issues—it’s about empowering everyone to be an active part of the bigger picture. ?????????????? ?????????????? ????????????????: Mentorship is the quiet flame that lights the path to leadership. 1:1 sessions aren’t just routine check-ins—they’re pivotal moments to reflect, grow, and build on strengths. I’ll always remember the impact my mentor, Les Hirokani, had on me. His positive reinforcement, discreet feedback, and steadfast presence taught me the value of patience and careful guidance. Now, when I coach, I aim to pass those lessons on, helping others navigate challenges and step confidently into their roles. ???????????? ?? ???????? ?????? ????????????: Succession planning isn’t about titles; it’s about seeing potential before it fully blooms. A team member recently transitioned from waiter to manager after stepping up in unexpected ways. It was a powerful reminder that investing in your people often reveals their hidden strengths and ambitions. Leadership is about nurturing, teaching, and witnessing the growth of your team. It’s about planting seeds today to watch them flourish tomorrow.??? What’s your approach to developing restaurant leaders? Which drives the most growth—empowering accountability or coaching? #GrowthStrategy?#LeadershipDevelopment?#EmpowerYourTeam

????????????????????????????: ?????? ???????????????? ???? ?????????????????? ???????????????????? Accountability is often misunderstood as something punitive, but in resilient teams, accountability is about creating consistency, fairness, and growth. When standards are clear and consistently enforced, team members know what to expect and feel secure in their roles. In fact, ????% ???? ???????????? believe that trust, which is built through accountability, is crucial for high-performing teams (???????? ?????????? ????????????????????). As a leader, holding yourself accountable sets the tone for the rest of the team to follow. ?????? ?????? ????????? ??Teams that foster accountability and clear expectations are ??.?? ?????????? ???????? ???????????? ???? ???????? ?????????? ???????? ??????????????????, leading to better team cohesion and retention (??????????????????). ??High-accountability environments see ????% ???????????? ??????????????????????????, as team members are empowered to take ownership of their work and collaborate more effectively (????????????????). ?????????????? ???? ????????: ?? ?????? ?????? ???????????????????????? ???????????? ???????? ???????? ?????????? ?????? ????????? Or do some team members feel they don’t have enough guidance? ?? ???? ???????? ???????? ?????????????? ???????? ?????????????????? to take ownership of their actions, or is accountability seen as a burden? ?? ???????? ?????? ?????? ???????? ???????? ?????? ???????? ???????????????? that focused on growth rather than just mistakes? Shifting the narrative from blame to improvement can dramatically change how your team approaches challenges. ???????????????????? ?????????? ?????? ?????? ??????????????: As you wrap up this week, take a moment to reflect on how you can foster a culture of accountability in your team starting next week. Whether it’s through small gestures of recognition, setting clearer expectations, or reshaping feedback to focus on growth, use this weekend to plan how you will implement these changes. Accountability doesn’t just drive results—it creates a culture of trust and growth. ?????? ?????? ?????? ?????? ?????? ???????????????????? ???????? ?????????????? ?????? ?? ???????? ?????????????????? ???????? ???????? ????????? #Accountability #LeadershipSkills #EmpathyInLeadership #RBLP #LeadersEdgeAcademy

Driving Team Transformation & Continuous Improvement ?? As a leader, I'm passionate about empowering my team to reach new heights and doing it in a a fun way! Over the past year, I've implemented several fun & creative key initiatives to drive positive change, increase buy in and boost team engagement. Here’s some things I’ve done: NFL Draft-Style Cross-Training Reveal ?? To build excitement around upskilling my team and expanding their cross-functional capabilities, I held an "NFL Draft"-style event complete with personalized player cards, pump-up music, and enthusiastic cheering. This high-energy reveal got everyone amped up as they "drafted" new responsibilities and geared up to be trained to support an additional product. With the goal to improve efficiency and knowledge. Rewards & Recognition ?? Recognizing top performers is crucial. I've instituted monthly and quarterly awards to celebrate successes big and small. This keeps morale high and reinforces our culture of providing an excellent Charter Experience to our customers. Rotating Team Leads ?? To provide growth opportunities and increase how they show up, I've implemented a quarterly rotation where team members take turns leading our team monthly operations meeting. This allows everyone to develop their leadership capabilities and take ownership of deliverables/goals. Dedicated 1:1s ?? Building strong relationships is key. I hold consistent 1:1 meetings with each of my 16 (yes, 16!) direct reports to provide coaching, gather feedback, and support their individual goals. Lunch & Learn Case Blitz ?? To tackle our backlog, I organized a series of "Lunch & Learn" sessions focused on closing cases and reducing backlog. This collaborative, solution-oriented approach has been a game changer. They closed 34 cases in 2 hours. By empowering my team and driving continuous improvement through creative and fun ways, there’s continued buy in and higher morale. Work can be fun too. Onwards and upwards! ?? #ChangeManagement #TeamTransformation #LeadershipDevelopment #leadership #teambuilding #leader #management #peoplemanager

A Feel-Good TRUE STORY ALERT: I have the monthly pleasure of experiencing exceptional customer service from my Orkin representative. He consistently goes above and beyond, and last week I felt compelled to share his outstanding efforts with the company’s CEO (Rollins, Inc.). Imagine my surprise when not only did the CEO take the time to respond, but the regional manager also reached out personally. The employee will be recognized on a large scale in this week’s call—a true testament to leadership that values and amplifies exceptional service. In many industries, leadership often hears more about negative feedback than positive. However, imagine if we all took just a few extra minutes to acknowledge and celebrate incredible service. Recognizing outstanding customer service not only provides well-deserved encouragement to those who deliver it, but also inspires others to strive for excellence. A little recognition can go a long way in motivating and uplifting everyone involved. “Most people think of hospitality as something they do. Will thinks about service as an act of service—about how his actions make people feel. And he recognized that if he wanted his frontline teams to obsess about how they made their customers feel, he had to obsess about how he made his employees feel. The two cannot be separated: great service cannot exist without great leadership." One of my favorite quotes about Will Guidara in his book (my mantra) #UnreasonableHospitality. #CustomerService #Recognition #Leadership #PositiveFeedback #Inspiration

I'm a big fan of Calvin and Hobbs - a small boy and his imaginary adventures with stuffed tiger have always made me laugh. The messaging seems so applicable to everyday life too; I can think of times when I have been metaphorically waiting for a school bus with my freshy packed lunchbox wondering - "How old do you have to be before you know what's going on?" Stepping into a new managerial role can feel a lot like being handed a school lunch box you didn’t pack. What’s inside? A leadership feast? A PB&J of doom? Or just a note that says, “Good luck, you’ll need it”?? If you’re a newly promoted manager wondering if everyone else got the leadership handbook while you were busy figuring out what’s for lunch, don’t worry—you’re not alone.? At Lean Forward UK, we specialise in helping new managers unpack their leadership “lunch boxes.” Whether you’ve got mystery meat or a gourmet meal, we’ll give you the tools and strategies to handle whatever’s inside with confidence.? Feeling out of your depth? Or know a manager who looks like they’ve just discovered soggy sandwiches? Let’s chat. Together, we’ll turn “What’s going on?” into “I’ve got this!”? ? **Lean Forward into leadership success—lunch box included!** ?? #LeadershipDevelopment #NewManagers #LeanForwardUK

The Team Behind the Experience: Why Leadership Matters When you watch a sports coach gather the team, strategize, adapt, and motivate—it's inspiring. The same applies to any leadership role, whether it’s in a café or a retail store. At my regular tea café, the manager gathers the team every morning, motivating them for the long day ahead. In contrast, I’ve seen managers in retail stores gather their teams only to vent frustration. It’s disheartening. Here’s the thing: every leader has a unique personality—some are naturally cheerful, others more stern. But publicly criticizing and taking out frustrations on the team, especially in front of customers, doesn’t just demoralize employees; it reflects poorly on the company as a whole. Customers don’t view individual actions—they see the entire entity. The love-hate relationship within a team is not invisible. It seeps into interactions, and in today’s digital age, it can easily land on social media. Let’s be honest: everyone checks online reviews before visiting a store or service. It’s common to see comments about team members’ or managers’ behavior. Some customers even go the extra mile to file on-ground complaints when their concerns aren’t addressed. If that fails, they take to the internet. It’s that simple these days. The mantra of “the customer is always right” has always been preached, but at its core, it’s about perception. Customers see things from their own lens, and while their feedback is valuable, a leader must consider both sides of the coin. Reacting hastily or blaming the team without understanding the full picture is shortsighted. As a leader, your role isn’t just to listen to customer feedback—it’s to address situations tactfully. First, diffuse the tension with thoughtful, measured words. Then, address team concerns privately. Support your team; don’t undermine them. The best leaders balance strengths and weaknesses within their teams. They uplift, motivate, and create an environment where even tough days are manageable. Leadership isn’t about being perfect; it’s about being empathetic, adaptable, and seeing challenges as opportunities for growth. #LeadershipMatters #TeamMotivation #CustomerExperience #RetailLeadership #FeedbackMatters #EmpathyInLeadership #TeamSupport #PositiveWorkplace #CXInsights #LeadershipGrowth #DigitalCX #TeamDynamics

Reflecting on the conversations I've had lately with Product leaders starting new projects or onboarding on new teams, there is a sense of overwhelm that they are facing, around: - Information overload during onboarding - Navigating complex organizational structures - Unclear expectations from managers - Overlapping scope with other ambitious PMs/teams - Pressure to demonstrate impact quickly Despite feelings of overwhelm, they try to communicate workload and time constraints with leadership. They focus on delivering concrete strategy and demonstrate impact, even while navigating unclear and overlapping scopes between teams. They also showcase their value while being careful not to come across as arrogant. All of these emotions cause them to feel "stuck" because they don't have clarity on what the "right" next steps should be in order to continue to up-level. When I hold space for them and help them process all their emotions, unsurprisingly, they often derive clarity on their own! ??♂?. This is unsurprising because you are way more capable than you are conditioned to think, all we need to do is to "read the tea leaves" together. ?? We will work on truly understanding Organizational Dynamics together, identifying key stakeholders and power structures, observing communication patterns and decision-making processes to understand the unofficial hierarchy. This will help you navigate complex organizational structures more effectively. ?? We will decode your Company Culture together. You will recognize unwritten rules and cultural norms, paying attention to how successful employees behave and communicate. This will help you adapte their style while maintaining authenticity and integrity. ?? We will also interpret feedback together. You will understand the subtext of feedback, recognizing patterns in comments, and differentiating between surface-level feedback and deeper concerns. This will help you address unclear expectations from managers and leadership. Here's to moving quickly through stuck and overwhelm, ??♂? exceeding unclear expectations and demonstrating impact in ways that resonate with your specific organizational context. ~~~ I work with a group of Product leaders on overcoming the overwhelm and also to accelerate their goals with more EASE ??♂?. We meet as a group weekly for 6 months and also privately every month. Would you like to join us? #leadership #growth #success #ease